Inbound call flow customer service example 1. Opening • Thank you for calling __________________________ • This is ________________________ speaking. • How may I help you? (If the customer states a problem with the service or something bad happened to him or her, you can show empathy) • I’m sorry to hear that you are having problems with _________________________ • I’m sorry to hear that! Don’t worry I am here to help you. • Let me help you right away with that. (if the customer wants to request some information or a change in his account) • Sure! It will be my pleasure to assist you with that! • I will be more than glad to help you with that! Account Verification Process. • In order to access to your account, I will need to verify some information for security purposes. Is that ok with you? • Yes --- continue with the verification Possible verification questions. • May I have your phone number, please? • May I have your account number please? • What is your name and last name? • What is your date of birth? • May I have the last four digits of your social security number? • What is your address? • What is your password? After the verification process. • Thank you very much for that information. • (Provide the information requested by the customer) • I can see in your account that _____________________________. Closing. • Is there anything else I can do for you Mr. or Ms. ______________________________? • No ---- Close the call • Thank you for calling ________________________________ • Have yourself a wonderful day! Good bye!
